Customer Service Manager
Resume:
Katrina Weems
Worth, IL *****
*************@*****.***
www.linkedin.com/pub/katrina-weems/54/3ab/306
EMPLOYMENT HISTORY
DeVry Education Group, Naperville, IL December 2005-Present
Manager, Online Production September 2010-Present
Direct and coordinate team activities to schedule, contract and pay faculty members in 3,000 plus online course sections
Meet service level agreements by completing department deliverables by assigned due date
Conduct research, compile data, analyze data and prepare reports and spreadsheets for senior management
Forecast online enrollment and faculty hiring needs
Oversee process change meetings with senior management
Lead projects on process improvement initiatives to increase department efficiency and reduce overtime cost
Determine staffing requirements, interview, hire and train new employees
Team Lead, Academic Advising March 2007-September 2010
Responsible for $20 million annually in revenue through customer retention
Achieved team and department goals by coaching, advising, and motivating a team of nine employees to reach inside sales goals
Managed over 4,000 students with a focus on customer retention and satisfaction
Developed and executed e-mail marketing plans and organized outbound calling campaigns targeting accounting and finance students
Worked on university-wide projects that improved the customers’ experience
Academic Advisor December 2005-March 2007
Provided world class customer service to students by researching and solving customer issues and complaints
Worked as part of a team to reach outbound call and student retention goals
Park Vending, INC., Aurora, IL July 2005- December 2005
Office Manager
Managed daily activities of office personnel
Performed human resource responsibilities including payroll and benefits administration
Responsible for accounts payable and daily cash flow
Answered phone and directed calls to appropriate parties or took messages
EDUCATION
Masters of Business Administration June 2011
Keller Graduate School of Management
Bachelor of Science in Management May 2004
Northern Illinois University, DeKalb, IL
Emphasis: Organizational Management Minor: Communication Studies
TECHNICAL SKILLS
Proven knowledge in MS Office Applications: Word, Excel, PowerPoint, SharePoint, OneNote and Outlook
Systems: ExpenseWire, Concur, QuickBooks, Oracle, Banner, Empower, CampusVue, e-College, ImageNow, and Salesforce
PROFESSIONAL DEVELOPMENT
7 Habits of Highly Effective People
Setting and Aligning Objectives: A Manager’s Guide
Situational Leadership II
Effective Hiring
Writing and Delivering Effective Performance Evaluations
HONORS AND ACTIVITIES
Service Awards: PRIDE recipient, Legacy of Service Award, and Ron Taylor Award
Junior Achievement volunteer teacher
Sigma Iota Epsilon-Honorary and Professional Management Fraternity
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